dscout People Nerds

JUNE 10, 2021

Use these techniques to break out of a research rut and generate compelling insights from your next study

Exercises 52

Exercises Study 52

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong."

Exercises 140

Exercises Touchpoint Roadmap Call Recording 140

Promoter.io

DECEMBER 15, 2016

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results. What Chime had discovered was […]. General Net Promoter Online Marketing

Exercises 61

Exercises NPS Survey Customers 61

Strativity

JANUARY 22, 2020

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Here we walk through some of our favorite exercises used to help our clients spark innovative ideas and move confidently into the future. The post Workshop Playbook: 9 Exercises to Spark CX Innovation appeared first on Strativity.

Exercises 40

Exercises eBook Innovation Tools 40

Who's Your Gladys?

MAY 17, 2016

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

Exercises 152

Exercises Loyalty Customer Service Customer Service Training 152

Market Strategies International

JANUARY 30, 2019

Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox. The technique offers the promise of achieving greater depth and validity of insight by facilitating … Continue reading → Healthcare Industry Expertise Life Sciences Qualitative Research Specialties Research Trends

Exercises 53

Exercises Healthcare Industry Trends 53

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Exercises 64

Exercises Leadership Travel Employee Engagement 64

Forrester's Customer Insights

JUNE 18, 2020

Infections are in the rise in more than 20 US states, and at least a dozen have experienced new record rates of infections. And the US isn’t alone; China and Brazil are experiencing a rise, too. Officials say the chance of a second wave is high.

Exercises 36

Exercises Management Customers 36

Maz Iqbal

JANUARY 19, 2015

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015. Listen to the news and you are likely to find plenty of challenges: stuff that we, individually and collectively, have to deal with. If you/i are to show up as human-centred leaders then what is the way to go about being-dealing with these challenges. This question is the subject of this conversation.

Exercises 55

Exercises Leadership Travel Meeting 55

Kate Nasser

NOVEMBER 17, 2015

Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations. Let youthful energy & mature experience increase innovation! The post Team Building Across Generations – Proven Approach | #leadership appeared first on KateNasser.com.

Leadership 80

Leadership Exercises Innovation 80

Up Your Service

DECEMBER 1, 2015

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team.

Groups 40

Groups Hotels Exercises Engagement 40

Up Your Service

DECEMBER 1, 2015

Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members your team.

Groups 40

Groups Hotels Exercises Engagement 40

dscout People Nerds

MARCH 3, 2021

Use this exercise to solicit buy-in, uncover exciting user questions, and get your stakeholders thinking user-centrically.

Exercises 65

Exercises 65

Service Untitled

JANUARY 7, 2014

There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.

Sales 49

Sales Exercises Consulting Study 49

Service Untitled

MARCH 26, 2012

” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big DifferencesThis isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it. Like many people, I have a lot of respect for Steve Jobs and what he accomplished.

Leadership 45

Leadership Exercises User Experience Groups 45

Service Untitled

JULY 16, 2012

Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy.

Roadmap 44

Roadmap Exercises Social Media Customer Experience 44

Service Untitled

JUNE 2, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I’m not looking for an exterminator but it made me think about the importance of using what your organization does right and leveraging it as part of your marketing plan. We moved a few years ago and I researched moving companies to help us.

Advertising 42

Advertising Training Exercises Financial 42

Service Untitled

FEBRUARY 18, 2011

Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality. The beauty of using a check sheet is that it provides data (facts) about how a process is working and offers information about improvement opportunities. The check sheet collects data for the number of times an event occurs.

Data 40

Data Exercises Examples Tools 40

Kerry Bodine

AUGUST 21, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever.

Exercises 170

Exercises Customer Centricity Training Customer Journeys 170

Service Untitled

APRIL 7, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

Policies 41

Policies Measurement Exercises Tips 41

Alida

NOVEMBER 25, 2019

We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. An insight roadmap is a plan to keep your organization focused on customer centricity.

Roadmap 130

Roadmap Customer Centricity Exercises How To 130

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises Customer Experience Call Center Consulting 40

MaritzCX

NOVEMBER 11, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Metrics 267

Metrics Exercises 267

NICE inContact

JANUARY 13, 2020

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead.

Exercises 156

Exercises Customer Experience Contact Center Call Center 156

Kerry Bodine

APRIL 19, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see.

Exercises 170

Exercises Customer Centricity Customer Journeys Interaction 170

Forrester's Customer Insights

NOVEMBER 2, 2020

Sales enablement practitioners must deconstruct role-playing exercises to enable reps to get into top-selling form. Like in golf, there are so many motions to consider in any customer interaction.

Exercises 35

Exercises Sales Interaction Customers 35

Forrester's Customer Insights

MARCH 18, 2020

A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience.

Exercises 43

Exercises Company Employee Experience 43

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”. The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journey

B2B 113

B2B Exercises Leadership Measurement 113

QuestionPro Audience

AUGUST 20, 2019

It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. . Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale.

Exercises 181

Exercises Marketing Consumers Strategy 181

Experience Matters

DECEMBER 18, 2018

It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

Trends 213

Trends Exercises Customer Connectedness Course 213

MaritzCX

NOVEMBER 10, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article. Healthcare

Metrics 200

Metrics Exercises Healthcare 200

MaritzCX

NOVEMBER 10, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Metrics 200

Metrics Exercises 200

The Upsell

SEPTEMBER 4, 2017

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. A friend of mine recently. The post Why You Need to Treat Your Business Relationships Personally appeared first on The Upsell.

Exercises 143

Exercises Connections Customer relationships Customers 143

Kerry Bodine

MARCH 14, 2018

Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps?

Exercises 120

Exercises Customer Journeys Strategy Brands 120

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Employee Engagement 100

Employee Engagement Exercises Engagement Leadership 100

CustomerGauge

DECEMBER 20, 2016

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 74

NPS Exercises 74

DemandJump

DECEMBER 7, 2020

If you didn’t, for the sake of exercise, take a quick minute to enter the title of this blog into your search engine of your choice. If you’re reading this article, there’s a really good chance you typed a phrase like “What are the Different Types of Buyers?”

Exercises 56

Exercises Marketing Management 56